question Bidirectional integration from incident to MS teams in Developer forum

Bidirectional integration from incident to MS teams

shivaadapa — Fri, 23 Feb 2024 10:05:42 GMT

If incident is created Option for agent to start chat with caller and

1)Show the bi-directional data exchange from Incident to MS teams and vice versa

2)The chat /images should get attached to the ticket log.

Above are my requirements and how can i achieve this?

Re: Bidirectional integration from incident to MS teams

Dr Atul G- LNG — Fri, 23 Feb 2024 10:07:48 GMT

Hi @shivaadapa

Might be helpful

Below are the link which may help you to understand about it

https://docs.servicenow.com/en-US/bundle/sandiego-employee-service-management/page/product/sn-teams/concept/c_ServiceNowForMSTeams.html

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/virtual-agent/task/configure-va-teams.html

Re: Bidirectional integration from incident to MS teams

shivaadapa — Fri, 23 Feb 2024 10:53:14 GMT

Hi @Dr Atul G- LNG

I couldn't find anything here that these are not matching my requirements. Could you please help me with any related documents!

Re: Bidirectional integration from incident to MS teams

Rajdeep Ganguly — Fri, 23 Feb 2024 11:22:44 GMT

To achieve your requirements, you can use ServiceNow's Virtual Agent with Microsoft Teams integration. Here are the steps:

1. **Setup Virtual Agent in ServiceNow:**
- Enable the Virtual Agent plugin in ServiceNow.
- Configure the Virtual Agent to handle incidents and other service requests.

2. **Setup Microsoft Teams Integration:**
- Install the ServiceNow Virtual Agent app in Microsoft Teams.
- Configure the app to connect with your ServiceNow instance.

3. **Bi-directional Data Exchange:**
- When an incident is created in ServiceNow, the Virtual Agent can send a notification to the assigned agent in Microsoft Teams.
- The agent can then start a chat with the caller directly from Microsoft Teams.
- Any updates made in the chat will be synced back to the incident in ServiceNow.

4. **Attach Chat/Images to Ticket Log:**
- The Virtual Agent can be configured to capture the chat history and any images shared during the chat.
- This data can then be attached to the incident in ServiceNow.

Please note that this requires a good understanding of both ServiceNow and Microsoft Teams, as well as the ability to configure the Virtual Agent and the Microsoft Teams app. It's also important to note that the exact steps may vary depending on the specific versions of ServiceNow and Microsoft Teams that you are using.

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Re: Bidirectional integration from incident to MS teams

Dr Atul G- LNG — Fri, 23 Feb 2024 11:27:53 GMT

SOrry mate I have only this info.